Service desk customers are not getting created using LDAP

I am not sure what is going on. I recently added JIRA Service desk to our JIRA instance and for some reason when users email the service desk their account gets created but it does pick up LDAP credentials. When I look in user management I notice some users are listed under the directory of JIRA internal and the rest are under JIRA LDAP authentication. I am assuming if i want new Service desk customers to use LDAP credentials to log into the Service desk portal they should be listed under JIRA LDAP authentication right? 

4 answers

Please try the following:

  1. Create a JIRA group, i.e. JIRA-customers
  2. Create a second LDAP-policy and set the newly created group "JIRA-customers" as default membership for that policy and that particular scope
  3. In the Service desk project, go to administration --> roles and map the JIRA-customers group to the "Service desk customers" role

Dear @Xavier Vacaflores,

Your issue is related to the order of the directories. Go to 'g+g' -> user directories and put the LDAP on top of JIRA internal directory. In this way your users will be authenticated against the LDAP first.

Hello, It looks like the directories are in order. What else could be the problem?


Directory NameTypeOrderOperations
JIRA Delegated Authentication Directory

You cannot edit this directory because you are logged in through it, please log in as a locally authenticating user to edit it.

Generic Directory ServerMove UpMove Down 
JIRA Internal DirectoryInternalMove UpMove Down






Are users being created in the LDAP?

JIRA users that use up licenses are being created in LDAP.  

Ok looks like that worked, but now two accounts are being created in Jira. One account is created when a new user emails helpdesk and another is created when they login to the portal using their LDAP credentials. Any idea how to avoid the two account creations?

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